[Resolved]  HDFC Bank — 10000 withdraw by atm money not received account debited

Dec 10, 2018

HDFC Bank Customer Care's response Dear Customer,

We take this opportunity to update you on your complaint regarding cash not received but debited from your HDFC Bank account number ending with XXXX54590 for an amount of Rs. 10, 000/- while trying to withdraw the same from a State Bank Of India Bank ATM on 06/12/2018. At the outset, we sincerely regret the inconvenience caused. As an HDFC Bank customer, when you transact at a non-HDFC Bank ATM the transaction is routed through ATM networks authorized and governed by the RBI. As per the extant RBI guidelines, disputes pertaining to non/short dispensation of cash need to be resolved by way of Charge Back, wherein the card issuing bank raises a chargeback on the acquiring bank whose ATM was used to conduct the transaction. The acquiring bank has to revert with a valid proof in the form an ATM Log indicating that the funds were successfully dispensed failing which the customer’s account will be credited within 7 working days from the date of complaint. Furthermore, as per the network operating guidelines, the ATM log is sufficient and conclusive proof of successful cash dispensation. We would like to inform you that immediately on receipt of your complaint dated 07/12/2018 we had raised a chargeback on State Bank Of India Bank vide reference number 1737794. If the acquiring bank whose ATM was used to conduct the transaction does not revert with a valid proof in the form an ATM Log indicating that the funds were successfully dispensed, the amount will be credited to your account on the 7th working day from the date of the complaint. Incase the acquiring bank provides a proof of the validity of the transaction the same will be forwarded to your home branch. A letter to that effect will also be sent to you and the account will not be credited. The status of the complaint will also be communicated to you through SMS on your mobile number. We appreciate your patience in this regard.

-Nadia
HDFC Bank Customer Assistance